Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides aunique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!
Thestrategic and people-first Director of Customer SuccessManagementwilllead a team of CSMs responsible for driving customer outcomes, satisfaction, retention, and growth. This role is ideal for a leader with a passion for building high-performing teams, deepening customer relationships, and operationalizingsuccess atscale.
How you'll add value: Leadership & Team Management: Hire, onboard, mentor, andretaina team of high-performing Customer Success Managers (CSMs); establish clear performance expectations, goals, and career development paths for CSMs; foster a collaborative, accountable, and customer-centric team cultureCustomer Strategy & Relationship Management: Develop and implement scalable strategies to ensure customer satisfaction, retention, and expansion; act as an executive sponsor for strategic accounts as needed; ensure CSMs are effectively managing renewals, risk mitigation, and expansion opportunitiesOperationalExcellence: Design andoptimizethe customer success playbook, including onboarding, QBRs, health scoring, and success plans; collaborate with CS Ops to measure team performance and customer outcomes; leverage tools (e.g., Gainsight, Salesforce) to drive efficiency, visibility, and automationCross-functional Collaboration: Partner closely with Sales, Product, Support, Marketing, RevOps, and Finance to ensure a seamless customer journey; provide customer feedback to product and engineering teams to influence roadmap priorities; work with CS Ops and finance on forecasting renewals and upsell pipelineStrategicImpact: Own key metrics including Net Revenue Retention (NRR), Gross Retention, CSAT, and Time-to-Value; develop executive-level reporting for internal stakeholders; lead strategic initiatives that enhance the customer lifecycle and drive long-term loyaltyOther duties as assigned What you'll need to be successful in this role: 15+ years of experience in Customer Success, Account Management, or a similar customer-facing role10+ years in a leadership role managing people managers or senior individual contributorsProventrack recordof driving customer retention and growth in a SaaS or recurring revenue businessStrong analytical, operational, and communication skillsExperience scaling CS processes and teams in a high-growth environmentProficiencywith CS tools (e.g., Gainsight, Zoom, Gong) and CRM platforms (e.g., Salesforce)PREFERRED QUALIFICATIONS
Experience using AI tools to build programs at scaleMBA or other relevant advanced degreeExecutive presence and ability to influence C-suite customers R365 Team Member Benefits & Perks This position has a salary range of $144,720-$217,080 + Bonus. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.Comprehensive medical benefits, 100% paid for employee401k + matchingEquity Option GrantUnlimited PTO + Company holidaysWellness initiatives Additional Information #LI-JZ1
DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.
